Sr. eCommerce Associate – CS

About iRESTORE Laser:
At iRESTORE, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. We are at an inflection point in our growth curve and are searching for a Senior Amazon Customer Service and Operations Associate to join us on our journey to become a major global beauty brand.

About The Position:

We are seeking a motivated and customer-focused individual to join our team as a Senior Amazon Customer Service and Operations Associate. In this role, you will not only manage customer inquiries and reviews but also own the strategy, process improvements, and team guidance that drive customer satisfaction and operational excellence. You will work cross-functionally with marketing, operations, and product teams to ensure that iRestore delivers world-class customer experiences across Amazon and beyond.

What you'll do:
●Customer Experience Leadership: Oversee Amazon customer service operations with an emphasis on scalable processes, automation, and efficiency improvements.
● Escalation & Complex Case Handling: Take ownership of high-stakes or escalated cases, providing expert judgment to resolve sensitive issues and protect brand reputation.
● Review Strategy & Reputation Management: Develop and execute a comprehensive review management strategy (beyond day-to-day outreach), including proactive engagement, sentiment analysis, and long-term reputation building on Amazon and other platforms.
● Negative Feedback Mitigation: Lead initiatives to systematically reduce negative feedback, collaborating with product, quality, and operations teams to address root causes.
● Amazon Policy & Compliance Oversight: Stay current with Amazon policy updates and enforce compliance in review management, return handling, and competitor takedown strategies.
● Team Guidance & Training: Mentor junior team members (e.g., CS associates), provide SOPs, and implement training to elevate the team's capabilities.
● Cross-Functional Collaboration: Partner with marketing, product, and operations teams to align customer insights with business decisions, contributing to strategy beyond customer service.
● Reporting & Insights: Build advanced dashboards and trackers to measure CSAT, review velocity, return reasons, and operational KPIs. Present insights regularly to leadership.
● Competitor Takedown: Identify and report competitors using black hat techniques in the hair growth device and LED face mask device categories through Amazon support cases, ensuring fair competition in the Best Sellers Rank (BSR).

The ideal candidate has:
● Experience with Amazon Seller Central, Gorgias, Google Suite, or similar customer service platforms.
● Strong organizational skills with the ability to handle multiple tasks and maintain accurate records.
● Excellent written and verbal communication skills.
● A proactive, customer-first mindset focused on resolution and creating positive experiences.
● Experience with review management and case submission processes.
● Prior experience in e-commerce operations or customer service roles preferred

Our Core Values and what we built our culture around:
● WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions
● PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions
● WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals
● OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency
● CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table
● PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture

Competitive Compensation and Benefits:
● Medical and dental benefits after 6 months of tenure
● Paid Time Off (PTO) for all full-time team members
● High growth trajectory with quarterly/annual reviews
● Quarterly Internet Reimbursement
● Gym membership credit – your physical and mental health is super important
● Work from anywhere - this is a remote opportunity
● Annual Team Bonding Event